Senior Technical Service Engineer

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Location: MY - Selangor, Malaysia - All, MY

Bausch + Lomb (NYSE/TSX: BLCO) is a leading global eye health company dedicated to protecting and enhancing the gift of sight for millions of people around the world—from the moment of birth through every phase of life. Our mission is simple, yet powerful: helping you see better, to live better.

Our comprehensive portfolio of over 400 products is fully integrated and built to serve our customers across the full spectrum of their eye health needs throughout their lives. Our iconic brand is built on the deep trust and loyalty of our customers established over our 170-year history. We have a significant global research, development, manufacturing and commercial footprint of approximately 13,000 employees and a presence in approximately 100 countries, extending our reach to billions of potential customers across the globe. We have long been associated with many of the most significant advances in eye health, and we believe we are well positioned to continue leading the advancement of eye health in the future.

OBJECTIVES/ PURPOSE OF JOB
The incumbent is responsible for delivering high-quality onsite technical support and after-sales services for customers, including installation, commissioning, troubleshooting, repair, and preventive maintenance within APAC.

KEY ACTIVITIES/ RESPONSIBILITIES

1. Responsible for handling 1st line support calls.
2. Receive customer information, determine priority, and evaluate system condition.
3. Provide first-line technical/application support to customers and assist in the effective resolution of critical issues.
4. Perform troubleshooting, parts replacement, preventive maintenance, and calibration of instruments.
5. Oversee and carry out preventive and corrective maintenance, along with proactive onsite visits, to ensure work is conducted appropriately.
6. Maintain and professionally install healthcare equipment to maximize customer satisfaction.
7. Keep accurate records of all service visits in compliance with the company's reporting requirements, using current business tools and procedures.
8. Manage contracts and service delivery agreements.
9. Plan and implement strategic changes to improve service delivery.
10. Assist the service team as required.
11. Maintain good communication and teamwork with managers, colleagues, and customers.
12. Inform management of situations where customer satisfaction is compromised, or contractual obligations are at risk.
13. Manage spare parts and inventory.
14. Maintain the workshop to meet audit and GDPMDS requirements.
15. Perform any other duties as deemed appropriate by the immediate superior.

EXPERIENCE

1. A minimum of 5 years' experience in technical support, or similar field.
2. Preferably someone with experience in medical device or ophthalmology sectors.
3. Must be able to speak and write in English and Chinese.
4. Strong interpersonal and communication skills.
5. Ability to work in a matrix structure.
6. Ability to travel at least 50% as and when required.
7. Able to write technical reports in English.
8. Strategic Planning & Project Management skills.
9. Sound knowledge of surgical clinical practice and operating theatre experience.
10. Experience in direct communication with medical professionals, including doctors and nurses.

The masculine is used in this publication without prejudice for the sake of conciseness.
Bausch & Lomb is committed to equal employment opportunity and complies with equal employment opportunity laws in effect wherever it operates.

We are an equal opportunity employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. Accommodations for job applicants with disabilities are available on request.